Home Security of America, Inc.

Review: HSA Home Warranty Company representative called our location on 7-20-15 ([redacted] ) to have us go out to diagnose why the customer ([redacted] ) air conditioning system is not working. When our technician arrived, the technician started diagnosing the issue while answering the customer's questions. The technician said the homeowner will be responsible for the service charge of $99.00 and the homeowner stopped the tech from pursing further. The customer said he pays the home warranty company and not us & neither HSA or the homeowner paid us for our visit. HSA is responsible for calling our company to go out to service a customer's home and pay for the technician's time. I spoke to 3 representatives about the issue and all 3 where not professional in handling the siutatuion, especially the supervisor whom just called me and threatened myself and the company if we didn't drop this issue. This is a unprofessional organization and they find any excuses to not pay there bills.Desired Settlement: I would like to have the service fee of $99 paid for the technicians time to diagnose the customer's air conditioning system.

Business

Response:

HSA does not have a contract under that homeowner's address. Perhaps, the service provider is mistaken in the home warranty company that warranted the property. HSA is Home Security of America, Inc.

They barely cover any of the charges and don't speak directly to the companies involved. So if you have an emergency at 9pm, they will alert a company (who won't reply), then another one (who won't reply), until you end up calling someone yourself.
Also, I have called them around 5-6 times and my average hold time is about 45 minutes.
I had their warranty when my furnace broke down and they covered about 20% of the total cost. Don't waste your money on this warranty.

This company convinces customers to sign up for monthly payments, with which they incorporate automatic renewal into the contract. While that alone is understandable, as many companies have similar policies, the difference with this company is that they do not allow cancellation after 30 days BEFORE the automatic renewal is to occur, and they are not upfront about the policy but rather have it within the fine print off the contract. While possibly technically legal, this is very deceptive and deceitful. Furthermore, after calling to cancel my contract after selling my home, I was required to hold several times for extended time periods, one of which I was placed on hold for over an hour, and I failed to ever actually be helped. After several failed call attempts, I contacted them via email on their website. They guaranteed a 48-hour response time, but I did not hear back for 6 days. Additionally, their website allows customers to view and renew their contracts, but has no option for cancelling them. It seems as if this company does all in their power to make cancelling the automatic renewal inconvenient, and, thereby, charge consumers indefinitely for services they no longer want. Customers deserve to be advised of the deceptive practices of this company and take that into consideration before entering into a contract with them.

I am a recent new homeowner. My husband and I closed on a house 6/19/15 at 3:00 pm. At midnight, we discovered water coming out of the sump pump pit. We tried texting and calling our real estate broker to find out the name of the home warranty company, but did not hear back until later the next day. My husband called every plumber on the internet, and bailed water all night long, to avoid the basement flooding. No plumber would come out until the next morning, Saturday, at 7:00 am. The plumber said the sump pump had burned out and needed to be replaced. We replaced the sump pump. After we found out the name of the home warranty and confirmed the premium was paid, we contacted HSA, on June 26th. At that time, we submitted our claim and submitted the bill for $653.00 to the website provided. I called back 4 times to check on the claim. The first time, I was told there was no record of the claim. I resubmitted the claim. I made 2 more phone calls and no progress had been made on the claim. I was told to wait until July 14th. I called July 23rd, and was told by Allen that they needed to call the business to find out why the sump pump was replaced, which was the same thing I was told on June 30th. He put me on hold and called the business, but was unable to get the information needed from the tech. He promised to call back, but never did. Then, I received notice today, July 29th, that they were going to reimburse me for $210.00. they would not pay any more because I didn't call HSA first. I explained I didn't have their information, but that didn't matter. When I asked to speak to the supervisor, I was told I couldn't, and was transferred to a supervisor "pool." I left a message, but wasn't recontacted. When I tried to call back, and asked to speak to the CEO, Robert L[redacted], I was told that wasn't possible. I was again transferred to the supervisor "pool." and again left a message.
Every time I call, I am on hold for 15 to 20 minutes. When I ask to speak to a supervisor, I am on hold for another 15 minutes before they will transfer me to the "pool." When I asked if they would stay on the line to confirm that a supervisor would be available, they promised they would; but didn't.
This is absolutely the worst customer service I have ever received.

Will NEVER recommend this company!!! We bought our house last July and coming to the end of our contract! We will NOT renew with them! We have to contacted them for several claims and never can get a resolve with a single phone call! Today's issue is our A/C quit on SATURDAY and it is over 90 inside our house! We called to report claim and the vendor they provided told us he would be unable to get to us and to contact HSA and let them know. I called to let them know this on Saturday! Today I called HSA and was told it is not an emergency, the heat outside for our area had a high of 86. They would only escalate it if it was over 90! Then was told someone would call back in 48 business hours! What a joke!!!!

I am very irritated with the lack of concern, professionalism, and response from this company. I've lived in my present home for less than 3 years and have had numerous issues with my HVAC system. I've had companies state ' the system needs to be replaced'. When I contact HSA they routinely tell me "to locate a local approved company and make sure the tech is on hand when you call back". Here's one of the problems: once a HVAC company learns my warranty is with HSA ' they don't want to take the task on'. Slow payment deliveries, lack of communication, and poor customer/vendor service -- yes, these are the responses I hear. On 15 July, 2015 I submitted another claim on my HVAC. And here we are, 5 days later and I'm sitting on the phone (on hold) with the HSA Authorizations Department. I hope the President of the company has access to call logs, with wait times, because I'm listening to the same message for 1hour and 27 minutes waiting for someone to pick the phone up! On top of this the HVAC professional I found willing to work with HSA called the company Friday, 17 July, 2015 and was told "he would receive a return call within 45 minutes. Guess what, 'the call never came'! Did I mention I live in Northern Virginia? It's not a big deal that Northern Virginia experiences high heat and humidity this time of the year. My home is very uncomfortable to say the least. So what do I need to do to gain customer service?
I can hardly wait to read the response which will come back. I've read other reviews from unsatisfied customers and the responses back from the company. If the company would invest time in customer service and less on covering up their problems they would be better off!
Multiple companies have told me my system needs to be replaced. HSA wants to piece-meal the situation. I've had too many claims submitted and the situation contiues to get worse. I know what the right thing to do is but my guess is "HSA will only pay for a band aid to fix the broken leg"!
BTW, I'm still on hold after 1 hour and 37 minutes~

Review: At the time we purchased our home, the seller purchased a home warranty through HSA. We closed on our house on June 6, 2014. On June 29, 2014, I turned on the air conditioner only to discover that it was blowing hot air. I called HSA the next morning who told us to call Redeemed, which we did. Redeemed came on Monday, June 30, 2014. I called on Tuesday July 1, 2014, at which time the HSA agent called Redeemed to get the diagnosis. Since the technician did not give a complete diagnosis, I was told that the technician would be completing the diagnosis when he returned to the office that evening. On July 3, 2014, I received a denial via email from HSA stating that the air conditioning problem was "pre-existing" and hence not covered. My wife contacted the company on July 4, 2014, and was told that the technician claimed I had told him that the air conditioner never worked, which is an out-and-out lie. The only thing we told the technician was that we had the seller purchase the home warranty to guarantee that everything would be in working order and if not, it would not be a burden on us.Desired Settlement: I would like our air conditioner to be repaired or if not able to be repaired to be replaced. If company is not going to honor repairs, I want my $75 deductible to be reimbursed.

Business

Response:

If the homeowner is able to provide the complete home inspection on why the unit was not tested or documentation that the air conditioning unit was in proper working order at the time of closing, HSA will be happy to review this claim.

Review: Cooling came out they were supposed to order a thermostats and come back and install it and thWe filed a claim on our heat and air ache s heating and

Thermostate was never installed by zach was heating and cooling and we paid a 100 dollors the day they came out and our repairs were never done I spoke with hsa on two different occasions and sent copies of check and receipt showing money paid to aches and what we paid for new thermostate and installed ourself and I was told I would be reimbursed my 100 dollors plus cost of thermostate and as of 4-2-2015 I have not received it yet and am tired of calling them and being told I would get last person I talk to was a supervisor names [redacted] I believe was her ne and shoe told. MeDesired Settlement: I have spoke to hsa on two differnt occasion about being reimburse the 100.00 dollors that was paid to [redacted] and the money for the thermostate we ended up

Purchasing our self and installing since [redacted] never ordered one or came back to install one like they were supposed to do and have never contacted us and the last person I spoke to at hsa was a supervisor I believe named [redacted] and she told processed and send us a check and ales

Me to send copies bro a email address she gave me and I

Business

Response:

HSA is reimbursing the homeowner the $100 deductible and the check will be mailed out tomorrow, 4/3/15.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Submitted a claim for a water heater repair on May 5. Repair company came on May 6 and HSA approved replacement. It is now June 2 and repair company has not replaced the water heater and has not returned phone calls. Called HSA and was on hold for 47 minutes and never got to speak to anyone. I have no hot water. This is NOT good service!!!

Review: HSA Home Warranty has failed to provide responsible service and repairs for items covered in the home warranty agreement.

On 06/13/2015 a claim for service was filed with HSA Home Warranty for needed repairs to my family's HVAC Unit (Air Conditioning). HSA advised that the claim would be forwarded to one of their authorized repair centers, however, nearly 24 hours later no one called to provide the service and we were left having to utilize our own contractor to provide a diagnosis and an estimate of the repairs. This is the second occasion in which an HSA authorized repair provider has failed to respond to a call for service at our residence. The first time leaving us with a broken furnace in temperatures well below 0.

The estimate for the repairs from our service provider was uploaded to HSA's website on 06/14/2015 and contact was made with them to initiate the repair process. Once again HSA recommended the same repair center that failed to provide service for previous repairs. Once we advised HSA that we would not utilize this service provider the company recommended a second sub-standard installation company. This is evident by the horrible consumer reviews left online regarding the service provider.

The diagnosis for our repairs is the replacement of our air conditioning unit due to a failed condenser motor that is actually blowing the breakers inside our residence. This creates a risk of electrical hazards and fire. A comparable unit was suggested for installation by our service provider at an installation cost well below the national and local average.

HSA clearly states in their contract that individuals are permitted to use their own service providers and our provider has clearly presented documentation for the repairs and the costs associated with those repairs. All of these are in line with quotes from other service providers in the area. While HSA's sub-standard installers are providing erroneous estimates of low quality poor grade equipment and concernedly low installation costs without even seeing the job or the residence. However, they clearly advise that if there are any situations encountered during the HVAC install that go beyond any anticipated labor that I will be responsible for these open ended repair costs.

HSA's contract clearly tells the consumer they can use their own contractor for repairs without any further specific details of this process. However they then advise that consumer HSA will only pay for sub-standard equipment for they type of residence inhabited and reimburse a labor rate that is well below anything quoted by a qualified reputable technician. This seems unethical and a shocking awful business practice.

Plus if my family chooses to utilize our own service provider HSA will not provide any reimbursement for the repairs until 21 days after the work is completed. Even though they have been provided our licensed contractor's contact information and estimates. So not only will they pay a mere pennies on the dollar for the necessary repairs. They will also force my family to front all of the money that HSA promises homeowners their company will be responsible for.

The contract utilized by HSA is ambiguous at best and intentionally misleads the consumer by omitting key details of how transactions with the company will occur and other specific details such as they will only install brands and models they carry, even if they are not comparable to equipment currently inside your home. The result of these omissions in the service contract will result in thousands of dollars of out of pockets expenses for my family and I'm certain other families who have purchased an HSA home warranty.

At the current time my family is stuck sleeping in the basement to avoid temperatures in the 90's with nearly 90% humidity, while trying to resolve this issue with HSA Home Warranty. For 4 hours of this time on 06/15/2015 we have been left on hold attemptinDesired Settlement: I request that HSA Home Warranty pays for the repairs as quoted by the licensed contractor who came out to our residence and conducted an assessment and diagnosis of the problem. This contractor is reputable and knowledgeable in his field and possesses years of experience. Whereas the suggested contractors HSA has recommended are far from reputable in the service area.

The total cost of these repairs is $3,500. This estimate was provided to their business on 06/14/15 and all of our contrac

Business

Response:

HSA is reviewing this claim and will contact the homeowner with status.

Review: I have had problems with my stove and dishwasher. I called HSA and reported the problems. They sent A&E Factory service out to my home three times.They then sent [redacted] appliance out to my home. The stove gets so hot it sets off my smoke alarm. The oven will go up to 450 degrees when set at 350 degrees. The dishwasher will not always start unless you press the button 7 or 8 times. The dishwasher does not get the dishes clean. The glasses have lip stains on them and the bowls still have grease on them.Desired Settlement: They have had A&E out three times to replace the thermostat on my stove . He had to order the part the first time and then come back to replace it. The dishwasher the handle was replaced. They replaced the spray arms. They told me it was my soap that I was using. I have used cascade for 30 years.I changed my soap to Finish like I was told. That did not work. I had a water softener installed before I called them to see if that would help my dishes, When A&E came out the again they said that the thermostat was bad again. They did nothing with the dishwasher the second time, just told me to change my soap. That did not work. I called for the third and they said they would send [redacted] out. They sent [redacted] from [redacted] out,he was told by HSA just to see if the appliances were working. The appliances do work, they just don't work properly. I talked to [redacted] about the problems I was having with both appliances. He told me he was going to recommend that they be replaced. I called HSA a couple days later and was told that [redacted] found no problems with the machines of the appliance and they were not going to do anything. They told [redacted] my warranty was done now anyway. I have given HSA several opportunities to fix my appliance. I believe they should stand by the service repair company they sent to my home and replace my appliances. I don't cook a lot and thats why I didn't notice the problem right away. The dishwasher I knew had a problem. I wanted to get my water softener installed first to see if it would help with the dishes. It did not. I should not have to have a stove that makes my smoke alarm go off when I use my oven.

Business

Response:

HSA will be contacting the customer to have the dishwasher replaced.

Review: Will not respond to my requests to provide explanation or documentatation. HSA is paying a claim at less than they originally quoted.

HSA was contacted 7/27/13 regarding a leak in our wall. They arranged for their preferred vendor to come to our home so they could provide an estimate for the work and determine eligibility for coverage. The vendor arrived to our home, conducted a quick assessment, and then spoke with HSA regarding the scope of work. We then received a verbal authorization for the work to be done. We were advised that HSA would cover the demo work needed to remove the wall and then replace the plumbing. We were further advised that if access was needed (ie: HVAC had to be removed to replace stack) we would be responsible for covering that cost. We were also told that the warranty agreement only covers the wall repair to a rough finish meaning we would incur out of pocket costs for painting.

The vendor arrived at our home and proceeded to make two-holes in/around a closet that was believed to hold the plumbing. After 2-holes were made, the vendor stated he didn't feel comfortable making more and thought the plumbing was actually located behind a different wall and that this was out of his scope. He thought we should obtain the opinion of a general contractor before proceeding further as he had concerns the wall might be load bearing. This was reported back to HSA and per their guidance and the guidance of the plumbing vendor, we arranged for a general contractor to come to our home. Upon arrival the contractor, Ladd Suydam, confirmed the wall was not load bearing and provided an estimate for the work to be completed. At that point the quote was submitted to HSA and authorization was provided for the vendor to complete the work. However, HSA refused to cover the full cost of demo and plumbing repair as they had agreed to do previously and instead offered to provide an allowance of $200 for the demo needed to access and repair the stack and $500 to patch the access points. This was communicated via an email letter sent 8/14/13.

Since that time, I have attempted to obtain more information and clarification about how they arrived at the amount of allowance they would cover. My attempts have been unsuccessful though as via the phone I would sit on hold for extended periods of time, often 30-45 minutes, only to discover that the service rep was unable to help me and that someone would call me back; however, no one would call back. I was even supposedly sent to the voicemail of the [redacted] and yet no call back was received. There were times that info was provided by a service rep but it was inconsistent or referenced old information. Finally, I was able to obtain the email for a supervisor, [redacted] Lux. I have attempted to resolve the matter with her via email but again I'm not receiving the information needed to better understand how the allowance amount was determined. The information I am receiving is unclear, inconsistent, and/or incomplete.

Finally on 9/23, I expressed to [redacted] that I was growing inpatient and requested my case be escalated to a manager who could better assist me. On 9/24, [redacted] responded and provided me the email to [redacted]. I promptly reached out to him only to be notified by [redacted] that he was actually out of the office sick and didn't know when he would be returning. As of 10/8/13, I have not received any communication from [redacted] or any other member of management for HSA.

At this point, I'm less than satisfied with the customer service (or lack thereof) I have received from HSA. Their lack of responsiveness gives me the impression that they are intentionally ignoring my requests so that they won't have to provide an explanation or deal with any dispute I may make regarding the allowance amount. In addition, I have the impression that they utilize preferred vendors who provide lower than normal estimates that they are then using to base allowance detDesired Settlement: First, I'd like to receive information that allows me to understand how the allowance amount they determined they would pay was figured. Since no one will return my call/email as I have requested multiple times, I'm without the information needed to understand their process and therefore provide any necessary rebuttal information should I feel the justification is lacking details that impact the outcome.

Furthermore, I am requesting that HSA stick to the initial authorization provided in tha

Business

Response:

According to the technician, there is more that is required for these accessing claims than just the standard wall repair due to EPA laws for lead base paint and asbestos. Building a room barrier, laying plastic on the floor and covering for the asbestos were needed before repairs to the wall could take place. HSA covers for standard dry wall repair to a rough finish (does not include texturizing or painting), so HSA would cover $200 towards the $684.38 accessing claim. HSA would cover $500 towards the$1980 accessing claim, due to more required to fit EPA laws, some work with the stress cracks and also putting to a finished condition. As stated before, HSA covers only for standard accessing to a rough finish.

Business

Response:

HSA will be mailing the new check today.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have filed numerous claims with HSA as my new home is experiencing multiple issues, all of which should be covered under the home warranty, which was a major reason I selected the home that I did. My first call to HSA was for two reasons- my garage door opener had broken and my freezer wouldn't stop making ice. When the garage door repairman came to my house, he refused to work on the opener because my garage door didn't have "eyes." He did, however, collect my $75 co-pay without providing any type of service. I called HSA to voice my dissatisfaction, to which they responded that my garage door would be covered because they do not require the "eyes" on the door any more. That was over a month ago. My door is still broken. On the same day, a man came to fix the refrigerator. It was making terrible noise and the ice maker needed to be emptied every day because it wouldn't stop making ice. He replaced something in the freezer to keep the ice machine from overflowing and melted my drain. He also collected $75 from me, and to this day I'm still emptying the ice maker daily because it will not stop making ice.

Several weeks ago I called HSA because our shower wasn't draining and I noticed a ton of water in my garage. The plumber came to the house and snaked the drain. He proceeded to tell me there was an issue under the garage floor and that it would need to be excavated so they could replace the drain pipe. I told him I had HSA and my contract stated that the issue would be covered (I read it very carefully) to which he responded, "They won't cover it- there's no way." The plumber quoted me nearly $1600 to do the work and refused to report the issue to HSA. Therefore, I called that afternoon to report the issue. The representative said he would call the plumber and get back to me. I have yet to receive a phone call and it's been two weeks.

Now, the heating element on my oven has burned up, which I believe is covered by HSA, but I'm hesitant to call and report the issue because I'm going to pay $75 and experience tells me that somehow they will find a way out of helping me either by claiming my issue isn't covered or by simply ignoring me. I'm not sure why every service person who has been sent to my house refuses to work with HSA after the initial visit, but it was my understanding the warranty was there to help out with these issues.Desired Settlement: I would like my garage door fixed, I would like my refrigerator repaired again, I would like to know that my drainage issue is covered per my warranty contract and I'd like to know that if I put out another $75 co-pay for the oven that the work will actually be complete.

Business

Response:

HSA has replaced the ice maker as the homeowner was not advised correctly about the ice maker having coverage. The garage door claim was denied to the failures were that the remotes needed to be reprogrammed. This is not covered under the HSA base contract. In order the remotes have potential coverage, the 7 star would need be purchased. The plumbing was already approved.

My water heater broke down 2 weeks ago. Contacting HSA over the phone takes too long. They do not bother to get back to their customers. They wait for customers to call back. After the claim was filed with them they did not go ahead with approval of the claim till I approved certain extra expenses which was reasonable but they waited

5 days for me to call them about the status of the claim & then tell me about the reason for not going ahead. A phone call from them to me should have been done.

They have not till now been able to tell me the exact model of the heater they plan to install. Repeated calls with inordinate wait times & frequent holds even after I got hold of their representatives were necessary. Every time one gets a different representative & their notes are often incomplete due to which I had to be put on hold repeatedly while they confer with their colleagues/supervisor.They were not able to have a supervisor get in touch with me to answer my queries which is something that I finally insisted on to confirm the name & model of the heater that they plan to install. I have doubts about their claim of comparable replacement of broken products that they claim to provide.

Review: For more than a month now, I have been attempting to have my dishwasher repaired. I have been getting the runaround from HSA. Throughout this process they have been consistently unresponsive, to myself and the service provider attempting the repair.

HSA has consistently been unresponsive to myself and the service provider. I have spend in excess of 25 hours on the phone (mostly due to the absurd 45min-1hour hold times). I have been mysteriously disconnected when speaking to a customer service representative (after said hour hold time) on 3 different occasions, with no return phone call.

I filed the original claim on 2/13/15.

HSA indicated that they dispatched [redacted] for the repair and I would be contacted within 3-4 hours. 24 hours go by and I not contacted. I call [redacted] and they indicate they never received a repair order.

2/14 - I call HSA back, wait on hold for an 75 minutes. They dispatch a new service provider, [redacted].

2/23 - [redacted] visits for repair. Technical replaced a blown fuse and indicated that it will most likely blow again. If it does, it will require substantial parts and labor to replace many components.

2/26 - the fuse blows again. I call HSA back, wait 80 minutes. They say they will contact the service provider.

3/3 - I receive a call from HSA indicating they have decided to replace the unit as it would be more expensive than repairing. They ask for the model/serial# of the dishwasher. I send them this information via email on 3/3, which is acknowledged via email reply on 3/4.

Many days pass with no word.

3/10 - I call HSA, wait 65 minutes. Speak with an CSR who indicates that No, they are not going to replace the unit. They are going to repair it. I am subsequently disconnected with no return call. I call back, wait 60 minutes. Speak to supervisor who indicates that they will only order 1 of the 3 major components the technician recommended. If that does not work, they will continue to the second component, and so on. Each part take 5-7 business days to arrive when ordered. I am unsatisfied with this route. I speak to a supervisor who says that he will contact the service provider and call me back with "buyout" information. He does not return a call.

3/11 - I call HSA, wait 50 minutes. CSR indicates that they need information from service provider still. Speak to another supervisor ([redacted]). He promises to get the information and call me back. Never calls back.

3/12 - I call HSA, wait 45 minutes. CSR indicates that they will only allow $250 for the "buyout" option, which is only part#1 of 3. I say that is unacceptable, but they insist I have no other recourse. I accept and tell them to order the parts and repair as soon as possible. They say parts will be shipped to service provider and they will contact me to schedule repair.

Many days pass. No call from service provider. I contact [redacted] (no wait time), who indicate that they are waiting on the parts from HSA.

3/17 - I call HSA, wait 50 minutes. CSR puts me on hold for an additional 15 minutes. When he returns he says that they needed the part #s. Indicates that NOW he has sent the part #s over to another dept to be ordered.

All of this is compounded by the fact that my dishwasher is still not repaired, and by all evidence thus far, will not be for at least 2 months, if at all.Desired Settlement: I am replacement of my unit and reimbursement of my monthly fees, as I have received no benefit from them whatsoever and feel that HSA has acted in bad faith in regards to this repair.

Business

Response:

HSA apologizes for the long hold times and the inconvenience to the homeowner. HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim. The parts were ordered on 3/17/15 and were delivered to the vendor 3/19. If the vendor has not contacted the homeowner, the homeowner can call them to schedule the repair.

Too bad this situation does qualify for a Revdex.com complaint or I'd be on that page to help lower the Revdex.com rating.
HSA Warranty program allows for customers to "Chose your own vendor" in which customers pay all costs upfront and HSA sends the customers a check for authorized service repairs, less the deductible. After using this program, I received and email stating the follow:
We are thrilled to inform you that we have approved a service request on your Drain Line Routing! Based on the estimated retail costs without HSA Home Warranty, service on your Drain Line Routing could have cost you as much as $190.00!
The actual cost of my chosen vendor was $185 since I use that vendor frequently and get a discount. After not receiving a check from HSA, I inquired about the reimbursement check. Today I received an email from HSA.
After reviewing the claim for the drain line routing it appears that due to you using your own choice vendor HSA has adjusted the amount that we were able to cover based on our set rates. With the adjusted price HSA would have been able to offer coverage for $75.00 for the routing work that was preformed. With your $75.00 deductible the refund amount for this work was $0.00. HSA has received the invoice for the work preformed however we would not be issuing any reimbursement amount.

Review: have sent 2 emails to this company to cancel my service one on august the 5th and one august the 11th. this company still has not canceled my. service or refunded me the unauthorized charge on my credit card. I contacted customer service on august the 4th in refrence to canceling my service and they said I had to send a email to have it canceled which I did on august the 5th. on august 10th the company charged my credit card the monthly fee even though I already told them I need to cancel before the fee is charged. on august 10th I spent over 30 minutes on hold and then spoke a customer service rep named taquesha who said the same thing all others have said that I need to send a email because the cancellation dept does not accept phone calls. I told her I need a supervisor and after that she hung up the phone on me AGAIN.

Already filed one complaint and they claim I never emailed on august 5th. I already submitted a fax on august 11 with a email I sent on august 5th. I even spoke to a customer service rep who gave me the fax number. I will NOT provided another copy to this company they have on several occasions lied about this issue. (Desired Settlement: Refund my money effective august 5th. NO other resolution

Business

Response:

HSA would like to resolve the issue for the homeowner, however they need the address of the warranted property or contract number.

Consumer

Response:

First of all their customer service is VERY VERY poor. Extremely long hold times, claims of technical issues, false promises. I have owned our home for 2 yrs and the warranty came with the property for the first 2 years. I called to attempt to renew after attempting to do so online as a letter mailed to me instructed. Was not able to do anything on their website, was forced to call. Was told system was being updated and they took my payment info. I monitored my bank acct no withdrawals so I called again, same thing, called a total of 5 times from 03/28/16-04/22/16. Then had to call again when a new contract came in the mail for $200 more then what was originally agreed on. Rep states that there was an error and customers accts were credited $199 to reflect this. Company has failed to simply update my address, billing info and due to an error on their end will be charging me $56+ monthly rather then the $40 agreed upon. Regardless if this is just for 7 months rather then 12, it was not agreed to by me....the customer. I am very disappointed with this company and fear ever having to file an actual claim due to their incompetence with the simple requests of renewing my warranty. I am forced to continue this contract as apparently I can not cancel. I will NOT be renewing next year And will NOT recommend them to anyone!!!! Issue after issues after issue!!!!!!!!!

HSA was paid at the time of my home purchase to provide a one-year Home Warranty. March 18th, my washing machine stopped working and I followed procedures through HSA. It took over 2 weeks and almost 5 hours of my time (mostly on hold) to finally get an answer as to what the authorization department would provide to replace it. I was repeatedly told there was no way for me to talk directly to the Authorization department -that they didn't have a phone-and that they could contact me--never happened. They were going through a system up-date and somehow my info got lost (3 times!) in the process. Finally, one employee went to bat for me and got me a verbal approval. Not trusting that, I then waited days to get the approval in writing and then had to request a description of exactly what would be covered (machine, hoses, etc.--still don't have that!) Based on the amount provided, I purchased a new washer and submitted my claim April 17th and again on April 25th when I had to again contact them and found they were unable to open one of the attachments (why didn't they just contact me and tell me that?). I called again on April 28 or 29 to find out when I would receive payment as the bill had come for the washer and I am not in a position to cash flow the purchase. I was told it would be mailed May 2nd. I returned from vacation May 9th to find no check. It is now May 12th. On May 11th, I called again--another 45 minutes on the phone. I was told that my claim was "sitting in a bin waiting for enough to be there to mail (yes, snail mail!) to the location that pays the claim". I finally talked to a supervisor and explained the bill is due and I don't have the funds to cash flow it. Rachel [redacted], this supervisor assured me she would expedite getting the claim through to the payment office and would call me back before end of day. No phone call. She also said once it arrived at the payment office it could take up to 12 days for them to process the check. I admit at this point I was in tears. HSA has put me in a terrible financial position by not following through and I am frustrated to only a thread of patience. I called this morning, May 12th--I asked to speak with Rachel or her supervisor. Rachel wasn't in yet. After going through the series of people who kept putting me on hold "to check" (another 30 minutes on the phone), I was told my claim had been sent to the payment office--I'm assuming it was snail mailed--ridiculous in this day and age! When I asked how long it would take to receive my reimbursement I was told "as long as it takes"! At this point I asked for the name and email of the head of the Authorization Department hoping to find out how to facilitate this process any faster AND to make sure he knew that their system is severely flawed to provide even a minimum level of customer service. I was told his name was Nick and that they couldn't give me his email because he had to approve use of his last name.
As I hope you can glean--this has been an extremely disappointing, frustrating, and time-consuming process all to use a service that was pre-paid and supposed to give me a feeling of security as I purchased my new home.
I am in total disbelief that the systems in this company are so archaic and unresponsive to their customers. I have to admit, that my experience causes me to pause and wonder if this tactic of constant delay and lack of communication is a direct strategy to frustrate customers to the point of giving up so HSA does not have to pay the claim!
As a ServiceMaster company and under the vision and mission of Service Master with their stated commitment to customer service, I find this entire experience to be not only disheartening, but constitutes moral fraud. It is not appropriate or honest to claim to be something to customers that your subsidiaries are not actualizing. This is the 2nd Service Master subsidiary I have dealt with during this move--the there one was Merry Maids--that have provided horrible service and cost me a heavy investment of my time.
The really, really sad part of this entire situation for me is that now my dryer isn't working. I don't know if I have 3 months to try to manage having it replaced. Hmmm...perhaps that was HSA's point of this?

I filed a claim, and received an email message that a plumber would contact me, but none ever did. When I tried to call the plumber, there was no answer at the number they provided.

When I tried calling HSA, I spent 30 minutes on hold before hanging up.

I'm guessing they are a scam, and do not recommend Revdex.com endorsement or anyone from purchasing their policies.